Customer Relation Supervisor

JOB SUMMARY AND PURPOSE

The Customer Relations Supervisor will be in-charge of the day-to-day operations of the Department including Manning and Training of Department Personnel and all Dealer Front liners. He or she will also ensure that Customer Satisfaction is at the highest level in all aspects of Dealer Operations. The position will report directly to the Customer Relations Manager to whom he or she will be in a supporting and collaborative function to ensure attainment of all CS and Department Goals.

 

ACCOUNTABILITIES

Day-day-to day operations of the Department based on the following areas:

Daily Operations Management

• Inquiry Management
• Complaint Management
• Report Management
• Daily Task Management

Manning and Training

People Management

Customer Relationship Management (CRM)

• Customer Satisfaction
• Customer Relation
• Customer Experience Enhancement

Other Tasks and Duties

 

JOB QUALIFICATIONS

Minimum Education

• Graduate of any 4-year course

Minimum Experience

• 2-3 years of Supervisorial Experience in Customer Service Industry

Knowledge and Skills required

Knowledgeable in Microsoft Word, Excel and Powerpoint.

• Knowledgeable in laws related to Customer Handling such as Consumer Protection Act and Lemon Law

Advanced to Excellent Skills in the following:

• Customer Handling
• Complaint, Negotiation and Objection o Probing
• Written and Verbal Communication
• Analysis and Logic
• Interpersonal
• Time-Management
• People Management and Training
• Multi-tasking
• Creativity and Originality in Customer Retention and Enhancement Programs
• Leadership
• Presentation

Amount of supervision received by the incumbent

• Reports to the CRD Manager but he/she will work independently on his/her own after a general orientation and accomplishment of New TM Knowledge Checksheet

Level of financial responsibility and accountability

• Accountable for misuse, loss or damage in any company asset assigned to him/her

Impact of action carried by this job

• Poor handling/attitude may result to dissatisfied customer or concern customer

Level of communication and nature of contacts

Level  and nature of internal contacts

• Has regular contacts with Heads and TMs of all Departments

Level  and nature of external  contacts

• Has regular contacts with customers